Engage Digital | Smart Conversation Close settings
Last updated on July 5, 2022
Smart Conversation Close is available only for the following channels: Engage Messaging Web (asynchronous), Engage Messaging Mobile, Google Business Messages, Facebook Messenger, Instagram Messaging, WhatsApp, and Apple Messages for Business.
- Enable Smart Conversation Close: Enables an automated message to be sent to the customer to ask if they have additional questions or concerns before the conversation is closed.
- Customer waiting time: The time period the system will wait for a customer to reply to the automated message. Enter an integer followed immediately by one of the following letters: h for hours, m for minutes, or s for seconds. For example, 1h is 1 hour, 2m is 2 minutes, and 30s is 30 seconds.
- Waiting time before sending: The time period the system will wait before sending the automated message, if the agent has enabled the Wait for a response before smart conversation close checkbox when solving a case or completing an interaction. Note: The maximum delay is 8 hours for Instagram Messaging, Facebook Messenger, and WhatsApp.
- End-of-conversation question: This section of the Smart Conversation Close settings lets you configure an automated message to ask the customer at the end of a conversation if they have other questions or concerns.
- Languages: Language of the end-of-conversation question.
- End-of-conversation question: Field that contains the text of the automated message.
- Text to resume conversation: Text in the affirmative ‘Yes’ button box that the customer sees when prompted by the end-of-conversation question. The default is ‘Yes’ for English, but can be localized depending on the language selected in the Languages field.
- Text to close conversation: Text in the negative ‘No’ button box that the customer sees when prompted by the end-of-conversation question. The default is ‘No’ for English, but can be localized depending on the language selected in the Languages field.
Note: The Text to resume conversation and Text to close conversation buttons support localization if multi-language support is enabled. Learn more about configuring Engage Digital account settings.
- Resume-the-conversation message: The automated message that asks the customer for more information about their new question or concern. Select the message language in the Language dropdown menu, then enter the question itself in the Resume-the-conversation message textbox. Click the Add (plus sign) icon to add another automated message in a different language.
Helpful hint!
If the customer responds Yes within the waiting time, the platform will send a second automated message, as configured in the Resume-the-conversation message textbox, that asks the customer for more information. If the customer responds, the agent must then continue the conversation.
If the customer responds No within the waiting time, or if the customer does not reply within the waiting time, the system will automatically mark the conversation as solved or completed.
If the customer types a response other than Yes or No, the system will resend the end-of-conversation question, and the waiting time will restart.
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